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The 3 Key Technologies to Transform Customer Experience

by SerenovaNov 15, 2018

Enterprises that seek to transform the customer experience have focused in on three critical technologies: Cloud Omnichannel Analytics But many enterprises remain unclear about exactly what these technologies are and how they will actually be used to create the customer experience of the future. In this expert-led webinar, Sebastian Menutti of Frost & Sullivan will provide research data and in-depth analysis that will help you understand the technologies that will drive the transformation of

Empowering Contact Center Agents through Better Analytics

by Five9, Inc.Oct 29, 2018

More now than ever, contact centers are using performance and KPI results to motivate and channel agent behavior. Some examples include real-time analytics of customer interactions, improved customer data analytics, and agent performance analysis tools. Contact centers that deploy these statistics to agents can gain the competitive advantage that comes when agents understand how their activities impact the overall success of their teams and company. Join No Jitter, Five9, and Nemertes Research

Protecting Medical Record Data Reasons for the Popularity of Medical Record Theft

by OPSWATAug 08, 2017

After a slew of data breaches in 2014, the FBI warned the healthcare industry that cyber-criminals would be directing more attention their way in 2015. The healthcare industry, valued at $3 trillion, has become an increasingly valuable target for cyber thieves, and in some cases, a much easier target to attack, due to their often less than adequate investment in cyber security. What is it about the healthcare industry that has captured the cyber criminals' interest in the last few years?

IT's Reputation: What the Data Says

by InformationWeekSep 23, 2014

IT Reputation: Give A Little, Get A LotThey say perception is reality. If so, many in-house IT departments have reason to worry. InformationWeek's IT Perception Survey seeks to quantify how IT thinks it's doing versus how the business really views IT's performance in delivering services -- and, more important, powering innovation. Some findings:>> 72% of IT respondents completely agree that IT should work closely with business executives to develop innovative applications; just 54% of

2014 US IT Salary Survey: Healthcare

by InformationWeekApr 30, 2014

Among the 1,094 healthcare IT pros responding to our InformationWeek 2014 US IT Salary Survey, 64% of staff and 65% of management say they are satisfied or very satisfied with all aspects of their jobs, including compensation and benefits. Other data points:>> 67% of management received or expect to receive a bonus in 2014; 57% of staff say the same.>> 49% of staff and 53% of managers believe a career path in IT and the potential for salary advancement are as promising today as they

Research: 2014 Healthcare IT Priorities

by InformationWeekMay 12, 2014

Government mandates and programs are top of mind for the 322 IT pros in our 2014 Healthcare IT Priorities Survey. Meeting Meaningful Use Stage 2 criteria, implementing ICD-10, and working to qualify as an accountable care organization doesn't leave much time for IT organizations to help healthcare providers optimize the new technology put in place in the last few years. Other data points:
>> 30% say their organizations have no plans to use cloud computing.
>> 37% say

InformationWeek Elite 100

by InformationWeekMar 27, 2014

The Elite 100: How They Gain Digital AdvantageThe InformationWeek Elite 100 Executive Survey offers a unique glimpse into the strategy of 100 large, leading-edge IT organizations. This year's survey provides some deeper insights into exactly how and how much companies are embracing the big-picture tech trends of the day -- mobile, analytics, and cloud.For example, two-thirds of companies report widespread use of mobile apps for customers. But less than half have widespread use of mobile for

Big Love for Big Data? The Remedy for Healthcare Quality Improvements

by InformationWeekDec 19, 2013

Healthcare data is nothing new, but yet, why do healthcare improvements from quantifiable data seem almost rare today? Healthcare administrators have a wealth of data accessible to them but aren't sure how much of that data is usable or even correct. With budget cuts and stretched staff, it's a dicey proposition to ask a physician to take time to collect procedural data when she could be providing patient care. What's a healthcare provider to do?The tantalizing promise of big data is that for

Healthcare Data Breaches Cost More Than You Think

by InformationWeekDec 19, 2013

The High Cost Of InsecurityHealthcare providers just don't get it. They refuse to see the need to fully secure their protected health information from unauthorized users -- and from authorized users who abuse their access privileges. As a result, they don't allocate enough budgetary resources for securing medical data.It's time that healthcare administrators realize that their decisions may be penny-wise, but failing to adequately secure health information is pound-foolish in the long

InformationWeek 500: Innovation That Gets Results

by InformationWeekSep 26, 2013

Healthcare company UPMC is exploring cloud computing not because that's trendy, but because it must cope with 5 PB of patient data that will double in the next 18 months. ConocoPhillips is just now embracing more real-time analytics on its natural gas wells, because it sees the chance to turn that data into double-digit percentage increases in gas output. Miami Children's Hospital is testing a tablet app that allows for remote doctor visits, because it sees the potential for a new revenue



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